nelves nalisi

Customer Support Specialist with several years of experience in high-volume customer service, voice support, CRM operations, and team support. I specialize in resolving customer issues efficiently, handling escalations, troubleshooting, documenting interactions accurately, and delivering a positive customer experience across fast-paced environments. At CCI Kenya, supporting the Instacart campaign, I maintained a 95%+ first-contact resolution rate while handling high-volume customer inquiries. I progressed into an SME role, where I supported agents with complex customer cases and contributed to operational reporting, availability tracking, and workload coverage. I am comfortable working with performance metrics such as FCR, CSAT, quality, productivity, and response times, and I bring strong communication, problem-solving, adaptability, and attention to detail. I am seeking a remote Customer Support Specialist, Customer Experience, or Customer Success role with an international company where I can use my customer-facing and operational experience to solve problems, retain customers, and help teams deliver consistently high-quality support.